Wednesday, May 18, 2011

5 Ways to Make CUSTOMERS your BRAND Ambassadors

People believes in customer reviews rather than brand ambassador's large cut outs and recommendations.Real brand ambassadors are customers as they recommend after using the offerings and so called brand ambassadors recommends for money they get!!!

When TRUST is the highest influencers  these new breed of brand ambassadors r preferred and searched on the net & social media. Today u search for any product or services , you will invariably get users reviews.I use reviews when I buy mobile phones, when I book hotels outstations,  when I want to experiment new things, when I do not want to subscribe to Speak Asia kind of schemes (I found whole lot of irregular things and cpl of articles by Sucheta Dalal in her magazine Money Life abt the Speak Asia drama which is going on with the help of Indian Print Media these days).Telling example of Branding vs Actual Customer Xperience. (now 19th May- govt has ordered inquiry into the affairs)

Bottom line is CUSTOMERS are net promoters or demoters of every BRANDs. Invest more in customer experience and less on BRAND Ambassadors which is paid , scripted & hence less authentic. 

Here are the ways U can make yr customers , yr brand ambassadors: (Experiment rigorously)

1) Go out of the way to solve customer problem.  Do it with SMILE. If U are a Dentist,don't just remove the teeth but give dental care booklet and free check up once a year bonus. 

2) Invite happy customers to periodic customer get to gather. Share their stories on blog, website and social media. Offer some branding mileage to those customers.(Introduce them and their business on social media)

3) Help and try to make your customers more successful in what they do. Have solution and not transaction approach.

4) To the extent possible customize the deal and make them feel special. As a tour organizer U have tie up with particular hotel, have an arrangement with the hotel to convey customer's preference, data and choice for surprise and delight. They must feel special for booking the hotel through yr company. 

5) Have Happy Hour.  On any one day a week ,lets say every Tuesday, allow any one randomly selected customer free shopping/buying/consuming every hour. Word of mouth publicity will much more cover the cost of free offerings.
Have as many surprise elements in yr offerings as possible.  

I am a FAN of , Starbucks & Virgin way of doing business. Why not every one else too? Looking for similar passion and enthusiasm from Indian Company !!!! Any 1 ? Kingfisher is closing in.

Not only do business , make it a fun for all involved.We ,after all , live only once and time to make FANs  are too short. Go full blast from TODAY. Share yr results here.

1 comment:

  1. Linkedin Comments: sanjay bhutiani wrote:

    very nice piece, customer first is the mantra to build loyalty and good word of mouth which will help build brands and customer loyalty.